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Global Service Partner
4 months ago
Description:
This role will interface with our customers who have a global presence at an executive level, incorporating matrix management and maintaining key relationships with all functional teams within Vodafone.
- Customer Focussed: You will be the trusted advisor to the customer and Vodafone's internal stakeholders, inspiring the customer's confidence and trust. With your indepth understanding of both the contracts and service performance of the customers' business, you will understand and anticipate the customer's strategic & operational, commercial & service challenges and introduce new innovations and concepts to satisfy their business needs.
- Impact the business: You will define and execute the service strategy for one or more of Vodafone Group's most strategic enterprise customer accounts. You will manage the commercial and service obligations between Vodafone and the customer, leading to enhanced customer experience and maximizing revenue and margin.
- Deliver daily: You will ensure Vodafone and the Customer delivers against their own contractual commitments; orchestrating internal and external suppliers to successfully deliver & maintain the contracted scope. You will be responsible for ensuring global service obligations; you will be responsible for Service strategy in driving customer service development. You will understand the scope of the customer contract & its requirements, identifying and exploiting upsell opportunities. You will conduct regular service and account reviews, initiate Service Improvement Plans and Service Development Plans, and you will be accountable for customer satisfaction (NPS).
- Drive for Profit/Margin Management and Reduced Cost of Operations: You will work closely with Sales, Finance and other functions to ensure detailed knowledge and responsibility for
- Account P&Ls. You will be responsible for driving profitability, managing churn & erosion, leading change and tracking P&L impacts and risk.
- Engaged: You will be closely working with local influencers and decision makers to support local, regional and global growth.
Key Accountabilities:
- Ownership of the endtoend contractual deliverables for Service obligations and accountability for all aspects of service delivery and assurance to a dedicated customer.
- Drive incremental revenue and margin, by removing barriers to consumption of products and services, maximising customer adoption and proposing appropriate service propositions.
- Commercial P&L management, Risk identification and management, Opportunity identification through Change Management or appropriate governance models.
- Simplification of services wherever possible in order to reduce the cost of serve throughout internal operations teams
- Lead best of breed ITIL compliant service improvement by ensuring the development and implementation of Service Development and / or Improvement Plans in collaboration with Customers and Vodafone OPAs (OpCo's, Partner and Affiliates)
- Undertake verification of customer existing telecommunication services, baselining cost/service structure in order to understand the true value and breadth of customer requirements
Technical / professional qualifications:
- A successful track record of global service delivery for global/international enterprise accounts. Ideally in Financial Service, Utilities or Energy sector.
- A strong background in commercial and/or contract management (deal negotiations, contract & change management) with global enterprise businesses.
- Customer obsessed, able to nurture and influence customer relationships at all levels, particularly senior management and 'C' suite executives.
- Proven ability to leverage a virtual team of resources and business capabilities, through a complex matrix management structure.
- Tech savvy, with ability to lead complex IT multistakeholder environments.
- You should have an ITIL and/or Project Management certification and be strongly aligned to following process.
- Experienced in data analysis: able to interpret complex datasets, identify trends and communicate clearly.
- Strong attention to detail, with ability to summarise information for impact and decision making
- Strong influencing skills, with a high level of tenacity.
- Constantly thinks about future trends and can successfully bring innovative ideas into a new role.
- Effectively translates and communicates ideas and requirements between internal and external parties
Skills:
- Dynamic Prioritisation and Multi Tasking
- Customer Journey Knowledge
- Ownership
- Coaching and Mentoring
- Building Rapport
- Communication
- Empathy
- Continuous Improvement
- Digital Enablement
- Customer Service /Resolution
- Project and Programme Management
- Relationship and Stakeholder Management
- Data Analytics and Insights
- Resilience
- Expert Advice
